Job Description:

Supervises and coordinates activities of Telemarketing Representatives who solicit orders for merchandise or services over the telephone. Confers with company officials to develop methods and procedures to increase sales, expand markets, and promote business. Analyzes details of sales territories to assess their growth potential and to set quotas. Plans and prepare work schedules, estimates time for completion of job assignments, and assigns employees to specific duties. Evaluates and monitors calls and staff performance to ensure quality standards and that goals are met. Analyzes and resolves work problems, and provides staff with assistance in solving work problems and in performing difficult or complicated duties. Establishes or adjusts work procedures to meet department deadlines. Recommends measures to improve methods, quantity of sales, and suggests changes in working conditions to increase efficiency. Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc., in order to inform management of current status or work activities. Monitors calls of Telemarketers to observe employee demeanor, technical accuracy, and conformity to company policies, and discusses individual performance with each representative. Monitors individual, team, and department productivity and results to identify and act on both positive and negative performance trends to ensure attainment of organization goals and performance targets. Listens to and resolves customer complaints regarding services, products, or personnel. Is required to be adept in activities of employees supervised. Assists in recruiting new staff, and schedules existing staff to ensure service level objectives are met. Works with management on refining, scheduling, and administering appropriate training sessions for new hires and existing staff. Meets with MIS to review computer hardware, software, and database issues. May compile lists of prospective clients to provide leads for additional business. Less

Supervises and coordinates activities of Telemarketing Representatives who solicit orders for merchandise or services over the telephone. Confers with company officials to develop methods and procedures to increase sales, expand markets, and promote business. Analyzes details of sales territories to... More